On 9/10/08 I contacted Xbox customer support because I was having a problem with a download. After holding for approx. 10 minutes a man answered and told me I would have to hold for an additional 7 minutes because they were doing a systems update. 20 minutes later, he came back on the line. I mentioned that was a very long hold and he didn't acknowledge it. I told him my issue and the looked up my account. He said that it looked fine. He then asked me how old I was. I said, 31. He then said he had wondered if I was 15... Then he said my account was fine and I just needed to wait 2 more days for the download to finish. I questioned this and he seemed to be upset by that.
Then, in the background I heard another male voice. He said "Sh$t, Ni$er". My agent laughed. I demanded a supervisor. I was transferred to someone who identified himself as "Yomama". I questioned whether he was a real supervisor and asked him to spell his name, which he did "y-o-m-a-m-a". I then asked for him agent ID and he gave me this "186WOP". I could not understand the last letter he was saying so I asked for clarification. He said "p" as in "penis". Again I demanded a supervisor.
I was then transferred to a female voice who identified them self as "Bill Gates". I knew I was being given the run-around and all I could do was (in a very angry voice) demand a supervisor. Another male came onto the phone and said "gotta go, B*H". Needless to say I was IRATE. I immediately called back and got a girl named "shane". I demanded a supervisor and she questioned why. I gave her a little bit of the story.By this time I am about to cry because I'm so mad, offended and disgusted.
After another 15 minute wait, I was given to a sup named "Sam". He listened to my story and said he documented everything I had said. He did apologize for the way I was treated. It occurred to me, what if he really isn't a supervisor? He did give me an ID # for my complaint. He assured me that all calls into their center are recorded and that he would get to the bottom of it. Then he wanted to hang up with me. I'm still angry.
I've worked in customer service for YEARS. I have never heard of a customer service experience like this, EVER! I want compensation, and I think I deserve it. I was disgraced. I was called foul names. They spouted racial slurs like it was nothing. How can Microsoft employ people like this? I told "Sam" that I wanted my account closed. He assured me that is would be okay. How do I know this first agent did see my bank account information? How do I know he isn't going to commit fraud? He sure didn't care about throwing around racial slurs or calling me a "b*h".
So I ask "Sam" when will someone call me back to tell me what the outcome of all of this is. I will have to call in myself in 3-5 days. EXCUSE ME? A representative of your company just degraded me, used foul language and called me names and you want me to check back in with you? No, I want someone from your company to call me and tell me what they are going to do to fix this. He took my phone number after that. But said I will still have to wait 3-5 days. Seems like a long wait to me. I will update when I get a resolution.
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